– Bilingual in French/English
– 1+ year experience providing technical support
– Call Center
Nice to Have:
– Retail support
Key Responsibilities/Job Functions:
-Individuals within the IT Operations job family are responsible for activities that contribute to the day to day running of IT infrastructure technologies and managing the life cycle of delivering standard components in IT. The life cycle includes component installation, maintenance and decommissioning.
-Primary responsibilities include support and maintenance, production scheduling and control, reports distribution, print center operation, ensuring support for agreed upon IT service levels, as well as backup and recovery capacity for any of the IT infrastructure component areas.
-This includes the following broad technology areas: computer servers and storage support, network and voice support, market data support, security administration, database administration, web administration and data center management.
-IT Operations professionals may undertake project work such as implementation of new technology infrastructure to support new business initiatives, including infrastructure deployment or upgrades, communication with vendors and liaison with other IT teams.
-User and Production Support professionals are responsible for providing all IT support services to their clients, maintaining the production environment and working with other IT departments to ensure the delivery of requests.
-They are primarily responsible for identifying production issues or taking support calls from their business clients and for managing production incidents from inception to resolution. This often involves working with application developers or engineers to ensure solutions meet long term goals.
-They may also undertake a wide variety of project work. This could include the following areas: implementation of new technologies; testing and roll-out of configuration, application and operating system upgrades; deployment of security hot-fixes and patches; addressing Audit and Regulatory requirements.
-Individuals within the IT Operations job family must develop deep technical knowledge becoming subject matter experts in their specialist fields. This expertise can be leveraged in the delivery of the firm’s IT strategy, either within a narrow business focus or broadly across the firm.
-User and Production Support professionals must have excellent client relationship skills and a solid understanding of the IT business.
-People in this Job Family do the same job in the same way most of the time.
-Applies a basic level of knowledge to their role.
-Tasks are assigned, vary, and have a pre-determined start and end.
-Refers upwards any unusual or non-routine requests, as appropriate.
-Does not require to have the full level of related experience, knowledge, skills and abilities typically associated with this level of work.
-Work is measured by quality and accuracy of work.
-Observes other implementing solutions.
Performs day to day tasks, under direct supervision that are repetitive in nature, consisting of documented procedures / processes that need to be followed. May include, but not limited to the following;
-Responds to work requests.
-Monitors many applications and systems, taking action as pre-defined.
-Escalates issues as required.
-Provides general reporting.
-Escalates client / colleague enquiries and issues as it relates to day to day operational functions.
-Delivers on a set of operational functions as well as participation in minor project related activities.
-Adheres to defined measures and quality of work.
-Develops knowledge of local systems and business.
Experience and Education Preferred:
-Working knowledge of industry standard architectural tools, processes and frameworks.
-Basic familiarity with relevant IT systems, where appropriate.
-Knowledge of ITIL best practices and process improvements.
-Awareness of range of activities / tasks pertaining to applicable work area / function.
-Familiarity with procedures and service requirements relative to the role.
- degree or technical diploma or equivalent.